Assistance and accessibility

Our special assistance services are still available for use at Heathrow.

We have put in place additional measures to protect those using our services which include:

• Perspex dividing screens installed in our motorised buggies
• Enforced social distancing in waiting areas
• Disposable protective jackets for those assisting passengers with sight loss so that passengers can take their elbow or shoulder safely for guidance. The AIRA app is also available for those who would prefer navigation assistance through the terminal without an agent.
• Limits to the number of passengers that can be transported together in the one assistance vehicle
• All wheelchairs and buggies are disinfected after every use
• Provision of "Face Covering Exempt" cards and hidden disability sunflower lanyards.

Other measures in place include the use of masks by colleagues and passengers, additional cleaning processes, and the provision of hand sanitiser stations.